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The Conversation Ended Webhook is automatically sent to your specified webhook URL after a chat conversation (WhatsApp or Web Widget) ends. This webhook contains the full transcript, extracted variables, customer information, and sender details.

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Webhook Configuration

To enable conversation ended webhooks:
  1. Use the Enable Conversation Ended Webhook API endpoint
  2. Provide your webhook URL where notifications will be sent
  3. Optionally configure post-call variables on your assistant to extract structured data from conversations

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Request Format

The webhook is sent as a POST request to your configured URL with the following JSON payload:

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Payload Structure

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id
integer
Numeric identifier of the conversation (the same id shown in the dashboard conversation URL). Use conversation_id (UUID) when calling the API.
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conversation_id
string
Unique identifier (UUID) of the conversation
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assistant_id
string
Unique identifier (UUID) of the assistant that handled the conversation
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type
string
The type of conversation. Possible values: widget, whatsapp
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message_count
integer
Total number of messages exchanged in the conversation
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status
string
Status of the conversation. Value: ended
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extracted_variables
object
Variables extracted by AI based on your assistant’s post-call schema configuration
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input_variables
object
Variables that were passed to the assistant at the start of the conversation (e.g., from pre-chat form fields or automation flows)
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transcript
array
Array of message objects representing the full conversation, ordered oldest to newest
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formatted_transcript
string
Human-readable formatted transcript with AI: and Customer: prefixes
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attachments
array
Media files (images, videos, documents) shared during the conversation. Each entry includes a direct URL you can pass to external services (for example, image or video analysis). This is an empty array when no media was shared — media is typically present on WhatsApp conversations.
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customer_phone
string
Customer phone number (available for WhatsApp conversations, null for widget conversations)
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customer_name
string
Customer name if provided (e.g., from pre-chat form), or null
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sender
object
WhatsApp sender information (only present for WhatsApp conversations, null for widget)
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created_at
string
ISO 8601 timestamp when the conversation started (in the user’s configured timezone)
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ended_at
string
ISO 8601 timestamp when the conversation ended (in the user’s configured timezone)
{
  "id": 8842,
  "conversation_id": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
  "assistant_id": "f9e8d7c6-b5a4-3210-fedc-ba9876543210",
  "type": "widget",
  "message_count": 8,
  "status": "ended",
  "extracted_variables": {
    "status": true,
    "summary": "Customer asked about pricing plans and was interested in the Pro plan"
  },
  "input_variables": {
    "name": "John Doe",
    "email": "john@example.com"
  },
  "transcript": [
    {
      "role": "assistant",
      "content": "Hi! How can I help you today?",
      "timestamp": "2026-02-23T09:30:00+01:00",
      "timestamp_unix": 1771835400
    },
    {
      "role": "user",
      "content": "I have a question about your service.",
      "timestamp": "2026-02-23T09:31:12+01:00",
      "timestamp_unix": 1771835472
    },
    {
      "role": "assistant",
      "content": "Of course! I'd be happy to help. What would you like to know?",
      "timestamp": "2026-02-23T09:31:15+01:00",
      "timestamp_unix": 1771835475
    },
    {
      "role": "user",
      "content": "What are your pricing plans?",
      "timestamp": "2026-02-23T09:58:40+01:00",
      "timestamp_unix": 1771837120
    }
  ],
  "formatted_transcript": "AI: Hi! How can I help you today?\nCustomer: I have a question about your service.\nAI: Of course! I'd be happy to help. What would you like to know?\nCustomer: What are your pricing plans?",
  "attachments": [],
  "customer_phone": null,
  "customer_name": "John Doe",
  "sender": null,
  "created_at": "2026-02-23T09:30:00+01:00",
  "ended_at": "2026-02-23T10:00:00+01:00"
}

{
  "id": 8843,
  "conversation_id": "b2c3d4e5-f6a7-8901-bcde-f12345678901",
  "assistant_id": "f9e8d7c6-b5a4-3210-fedc-ba9876543210",
  "type": "whatsapp",
  "message_count": 12,
  "status": "ended",
  "extracted_variables": {
    "status": true,
    "summary": "Customer scheduled an appointment for next week"
  },
  "input_variables": {},
  "transcript": [
    {
      "role": "user",
      "content": "Hello, I'd like to book an appointment",
      "timestamp": "2026-02-23T14:00:05+01:00",
      "timestamp_unix": 1771851605
    },
    {
      "role": "assistant",
      "content": "Hi! I'd be happy to help you book an appointment. What date works best for you?",
      "timestamp": "2026-02-23T14:00:08+01:00",
      "timestamp_unix": 1771851608
    }
  ],
  "formatted_transcript": "Customer: Hello, I'd like to book an appointment\nAI: Hi! I'd be happy to help you book an appointment. What date works best for you?",
  "attachments": [
    {
      "type": "image",
      "url": "https://example.com/media/public/20032/product-photo.jpg",
      "filename": "product-photo.jpg"
    },
    {
      "type": "document",
      "url": "https://example.com/media/public/20031/order-receipt.pdf",
      "filename": "order-receipt.pdf"
    }
  ],
  "customer_phone": "+1234567890",
  "customer_name": null,
  "sender": {
    "phone_number": "+19876543210",
    "display_name": "My Business"
  },
  "created_at": "2026-02-23T14:00:00+01:00",
  "ended_at": "2026-02-23T14:25:00+01:00"
}

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Retry Behavior

If your webhook endpoint returns a non-2xx status code or the request fails, the system will retry:
AttemptDelay
1st retry30 seconds
2nd retry60 seconds
3rd retry120 seconds
After 3 failed attempts, the webhook delivery is marked as failed and no further retries are attempted.

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Important Notes

  • The conversation_id and assistant_id are UUIDs, not integer IDs
  • The sender field is only populated for WhatsApp conversations — it will be null for web widget conversations
  • The customer_phone is only available for WhatsApp conversations
  • The customer_name comes from pre-chat form data or conversation context
  • Timestamps use the user’s configured timezone (ISO 8601 format)
  • The extracted_variables are populated from your assistant’s post-call schema evaluation
  • The input_variables contain data from pre-chat forms (web widget) or automation flows
  • The attachments array lists media (images, videos, documents) shared during the conversation, each with a downloadable url — useful for forwarding to external analysis tools. It is an empty array when no media was shared (most common on web widget conversations)